Description
Shows the relationship between the total contact handle time and the linear representation of the agent's handle time.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Available In
Calculation
[Handle Time] / [Agent Time]
Source
ACD
Paradigm
--
Model
Contact detail, contact summary, intraday
Perspective
Agent
Metric Type
Percent
Format
##.##
